LYNC INTERACTION CENTER

How to improve Communication

The Costumer is a company of the center of Italy that deals with activities of support for enterprises’ sales networks, contacting potential customers and procuring appointments for sales agents.

 

The need of the costumer was to strengthen the communication system to optimize the exchange of information and interaction with the customer.

As a service company, the main goal is to provide all the necessary resources to be able to communicate professionally both with prospects both with active customers. The aim is to optimize internal resources, reduce costs and increase productivity by creating greater cohesion and a culture of collaboration within the company.

 

The solution we have offered to the customer provides the adoption of Microsoft Lync as a unified communications tool for taking full advantage of the functionality of web conferencing, screen sharing and presentation afforded by this platform.

Microsoft Lync has been integrated transparently to Voxtron Communication Center to get all the benefits and advantages of a complete and advanced multimedia contact center platform.

The perfect integration allows the company to have all the information into a single client, exploit the intelligent routing of VCC,  display on the client  the calls in queue and take advantage of the VCC engine Outbound Predictive Dialing .

To complete the project it has been made an integration to the CRM of the customer for the population of the outbound campaigns and for export of the results thereof.  It  has been provided also by CTI functionalities for the opening Contact tab and the generation of calls with a single click from the data sheet of the customer.

The solution delivered to the customer has contributed to the improvement of the quality of the service provided by the Call Center through a concrete collaboration among agents, monitoring the activity of outbound campaigns that has led to a better planning of the same.

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